Manager Customer Operations, Sector Digital

7 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

**Te whiwhinga mahi | The Opportunity**

The Manager Customer Operations role is pivotal, responsible for defining and implementing an assisted channel strategy which supports equitable access to health information and services. This is a high-profile opportunity due to the responsibilities of this role for delivering world class customer support, and in supporting and influencing key stakeholders within Te Whatu Ora and the wider health system.

Our Sector Digital Channels team is the driving force behind change in our nationally enabled services. We're on a mission to create cost-effective and sustainable digital solutions that revolutionize accessibility. From user-friendly digital self-service options to seamless integration and automation, we're here to make life easier for the workforce, health consumers and whānau.

We take pride in managing, delivering, and providing unwavering support for all our national external services. From Te Whatu Ora to Te Aka Whai Ora and Manatū Hauora, we've got our fingers on the pulse of it all.

Design and Channels are responsible for the design and delivery of our consumer facing digital products used by a wide range of consumers and whānau across Aotearoa. We aspire to create products that are accessible to the broadest consumer audience and that our services are consistent across the channels we provide to support equitable access.

**Mōu | About you**

As the Manager Customer Operations, you will play a critical role in ensuring customers have equitable access to health information and services through our assisted channels. You will be a champion for exemplary customer support and have comprehensive experience both developing and implementing assisted channel strategies and running highly effective and efficient support teams.

We need flexible, resourceful people with a strong equity focus who can successfully manage a team to deliver outstanding customer support to the public. You will be joining a fast-paced and complex environment and will need to be pragmatic and able to advocate for the importance of our assisted channels functions.

As the Manager Customer Operations, you will be a proactive self-starter comfortable pushing the boundaries of defining service excellence and the business nous to ensure successful implementation.

**Ngā pūkenga me ngā wheako | Skills and experience**
- **A minimum of 5 years' experience** in a technology leadership role with a background in ICT management including working with internal and external stakeholders within large organisations across the public and private sector. Working knowledge of the health sector and government (previous experience desirable).
- **CRM and telephony systems **- experience with cloud based CRM (ideally Salesforce) and telephony systems (ideally Genesys and NICE), supporting systems and processes, from procurement to configuration and on-going optimisation to maximise value realisation.
- **Pae Ora and Te Tiriti o Waitangi** - can evidence an understanding of Pae Ora (Healthy Futures) Act 2022, the significance, and obligations of Te Tiriti o Waitangi, including how to give effect to these expectations in a meaningful way, and the commitments to equity and priorities of Wai2575. Have an appreciation of cross-cultural matters, including knowledge of tikanga Māori (or a willingness to learn).
- **Reporting and monitoring **- strong familiarity with reporting and monitoring tools, their benefits and limitations, and how to configure these to maximise operational efficiencies and highlight areas for improvement.
- **Leadership and management** - at a mid-managerial level, has the ability to think, plan and contribute strategically and to connect with people to build an engaged and productive workforce. Demonstrates inclusive leadership and management.

**Ka kawea e koe | You will bring**:

- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

**Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world**

Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

**Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion**

Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for

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